Claims and Complaints Policy

In this document, “Agrians”, “we”, “us”, and “our” refer to AGRIANS, registered in EGYPT under Commercial Registration Number 26616, with Tax Registration Number 763-859-729 and registered address at Apt. 1, Plot 45, New Nubaria City, Al Beheira, Egypt.

This policy is designed for commercial agricultural shipments and replaces a consumer refund policy. It applies only where incorporated into the relevant quotation, Proforma Invoice, order confirmation, or sales contract. The contract and mandatory law prevail in the event of conflict.

The buyer must arrange prompt inspection at the first reasonable opportunity and before the goods are materially moved, processed, repacked, mixed, sold, or otherwise altered. The buyer should check container condition, seal, temperature where relevant, packaging, quantity, visible damage, product condition, specification, and documents, and take reasonable steps to prevent further loss.

• Visible damage, shortage, packaging damage, seal discrepancy, or apparent transport issue: written notice within [Visible Damage Claim Deadline] after delivery or availability for collection.
• Quality, condition, or specification issue not reasonably identifiable in the initial visible inspection: written notice within [Quality or Specification Claim Deadline] after delivery and in all cases before material resale, processing, or disposal, unless the contract states otherwise.
• Document discrepancy: written notice within [Documentation Claim Deadline] after receipt of the relevant documents.

Send the notice to [Claims Email Address] with the order, invoice, shipment, and Bill of Lading references; a clear description of the issue; the affected quantity; when and how it was discovered; and the remedy requested. Initial notice should be sent within the applicable deadline even if supporting evidence is still being assembled.

• Dated photographs and videos showing the container, doors, seal, pallets, packaging, labels, affected and representative unaffected product, and the nature and scale of the issue.
• Container number and seal number, plus batch, lot, pallet, carton, or traceability information.
• Independent inspection or survey report where requested or reasonably appropriate.
• Temperature logger data, reefer set-point and download, cold-store records, and other temperature records where relevant.
• Bill of Lading, Commercial Invoice, Packing List, delivery note, customs release, and other shipping documents.
• Arrival, unloading, inspection, storage, handling, repacking, sale, and disposal dates and conditions.
• Samples retained safely and made available for joint or independent inspection where reasonably requested.

The buyer must preserve evidence, segregate affected product where safe, follow appropriate food-safety and storage practices, avoid unnecessary disposal, and take reasonable steps to limit loss. No disposal or destruction should occur before Agrians or the relevant insurer or surveyor has a reasonable inspection opportunity, except where urgently required by law or safety, in which case complete evidence and official records must be retained.

A claim may be rejected or reduced to the extent loss results from incorrect or unsuitable storage, temperature deviation after risk transfer, delayed customs clearance, demurrage, detention, delayed collection, mishandling, poor hygiene, unauthorised repacking, mixing, buyer or consignee negligence, failure to mitigate, inaccurate buyer instructions, destination rejection unrelated to agreed specification, or another event allocated to the buyer under the contract or Incoterm.

We may review packing and inspection records, traceability data, specifications, photos, temperature records, shipping documents, carrier information, customs events, surveys, and samples; consult growers, packers, laboratories, insurers, carriers, or inspectors; and request further evidence. Cooperation with the investigation does not constitute admission of liability. We aim to communicate the outcome within a reasonable time once sufficient evidence is available.

If a claim is accepted, a resolution may include replacement on a future shipment, a credit note, partial compensation, price adjustment, recovery from a responsible third party, or another agreed remedy. There is no automatic refund guarantee. Any remedy depends on the contract, Incoterm, risk transfer, affected quantity, mitigation, inspection evidence, shipment documentation, causation, and applicable liability limits.

If the parties cannot resolve a claim commercially, the notice, negotiation, governing law, and dispute-resolution provisions in the sales contract apply. General complaints not tied to a shipment may be sent to info@agriansegy.com.